Hello, within the changing industry that is contact centers, what are industry professionals doing to ensure quality assurance from their staff to their customers? What kind of programs are employed? (Call monitoring, side-by-sides, or third party re

Hello, within the changing industry that is contact centers, what are industry professionals doing to ensure quality assurance from their staff to their customers? What kind of programs are employed? (Call monitoring, side-by-sides, or third party recordings).